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user_53a16a
1st Topic

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5 Messages

Sunday, January 9th, 2022 12:42 PM

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Amazon devices not connecting to WiFi

Have been on a month long quest to get my old Echo dot, a new Echo dot and a new Fire TV connected to WiFi. I believe I have tried every potential solution to be found through googling this issue.

short summary

Xfinity techs out 3 times

5 calls to Amazon help desk (1 call resulted in tech guy saying, “ I Dunno” and sending me a new device

Numerous calls to Xfinity help desk (woefully unhelpful)

Problem

Open Alexa app, add new device, select WiFi connection, send, message back saying “Nope, try manual set up”, manual setup using Amazon WiFi connect, select WiFi connection, send, message back saying WiFi password is incorrect (I am 10,000% certain that I have entered the correct password)


I am certain the issue is with Xfinity since, at one point, working with my son-in-law, I was able to connect using his phone as a hot spot.

some of the fixes I’ve tried (many, many times):

disable 5 GHz WiFi

disable 2.4 GHz wifi

reset Amazon device to factory settings

restart router

move device closer to router

made sure network ID is different on dual band router

WiFi assist is NOT enabled 

“Turn off and turn back on again” every conceivable iteration of device

other devices are able to connect to wifi

etc, etc, etc

will be eternally grateful if anyone can give me solution…….l

Question

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Updated 

3 years ago

3K

5

0

Andyr1

Gold Problem Solver

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8K Messages

3 years ago

First, I assume this is a Comcast gateway, and not your own equipment?

I have sometimes read that setting the WiFi to enable b/g/n/ac and not just g/n/ac (or similar setting) may help?

Maybe disabling or reducing the "Advanced Security" settings. It may be blocking a server or something that the Amazon devices are trying to connect to.

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user_53a16a

Visitor

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5 Messages

@andyross Yes, it’s the newest version of the Comcast gateway. I’ll check both of those suggestions although I believe I read (and saw when logging in through 10.0.0.1) that Comcast has taken away the ability for the customer to edit those settings.

Ill try anything though, appreciate your response.

3 years ago

0

user_53a16a

Visitor

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5 Messages

@andyross As I expected…..

Wi-Fi Mode, Security Mode, Channel Selection, Channel Mode, and Channel Bandwidth are being managed automatically to help optimize your home Wi-Fi network and improve Wi-Fi coverage

3 years ago

0

XfinityArmand

Official Employee

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2.1K Messages

Hi there @user_53a16a!  Thank you so much for taking the time to reach out to Xfinity here on our Community Forum with your service concerns.  We are so glad to hear from you and want to assist in any way that we can.  This is not at all the experience that we want you to have.  No worries!  You have reached out to the right team, and we are going to do everything that we can to get you squared away.  So that we can get started, can you please shoot us a private message with your full name and complete service address?  That way we can access your account to take a look at what's going on.  

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://comca.st/3zJ9xlC 

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •  - An "Xfinity Support" graphic replaces the "To:" line

 • Type your message in the text area near the bottom of the window

 • Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

user_53a16a

Visitor

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5 Messages

Not comfortable doing that, you’re probably a rep but I don’t know. Have called Xfinity numerous times with no success. Would be better if you try to provide a solution based on my notes above. Not interested in going through the standard question and answer routine. Probably an auto generated response anyway….

3 years ago

0

XfinityArmand

Official Employee

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2.1K Messages

We very much would like to assist in getting this taken care of for you @user_53a16a.  In order for us to provide the best solution to your issue, we would need a full look at your account.  No automated responses here.  Whenever you reach out to Xfinity here on our Community Forum, or any of the other social media platforms, you are dealing with actual human beings on Comcast's Digital Care Team.  We are fully capable of handling any issue that you throw at us.  

 

Can you tell me if when you attempt to connect, are you receiving any error messages?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

user_0bd9b6

Visitor

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3 Messages

3 years ago

 I just update my Xfinity router and none of my amazon devices will connect to the internet with the router.  My chrome device is working fine.   I am also looking for a solution.

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user_0bd9b6

Visitor

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3 Messages

3 years ago

I just set up the new router from Xfinity and none of my amazon devices recognize that there is an internet connection. the Chrome device is fine.  

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user_6cc046

Visitor

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1 Message

3 years ago

@user_53a16a Did you ever get your Amazon devices working? I have been trying to get my Echo Dot to connect the last 3 weeks. It will connect to my mobile hitspog but not my home network via Xfinity. 

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